Account Support Manager
3d ago

About NCR NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries.

NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Summary and Key Responsibilities : Act as the principal NCR Services representative, ensuring the highest level of service quality to major Managed Services accounts within the Retail, Financial and Emerging Markets business, as well as Services strategic accounts.

Responsible for owning the key service relationship with the customer, and is responsible for ensuring that Services are cross-sold and customer satisfaction is maintained.

Ensure that the customer receives a high level of customer delight with all Services and works to maximize NCR Services revenue and profitability within assigned accounts.

Assigned named accounts and submits periodic status reports to their manager. Escalates high-level service quality issues, when necessary, to the highest levels of Services management.

Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer-specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information.

Continually seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.

Promotes customer confidence in NCR and Services that will lead to long-term business agreements. Responsible for advising the support operations organization and is responsible for life cycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function.

Responsible for analyzing and presenting standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans.

Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement. Ensure the Account Support Plan is updated as required.

Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer. Review quality of customers help desk and coordinate additional training and / or process changes if necessary.

Qualification and Desired Experience Bachelor's Degree in related discipline in IT or Business Administration or Service Delivery with 10+ years of related experience as Account Manager managing services engagement.

Minimum 5 year’s experience in Operation support environment Must have strong experience in Incident, Problem and Change Management, running incidents and managing escalations and service delivery.

Excellent commercial skills with knowledge and experience in procurement, finance (budgets, costs, P&L) and legal agreements / contracts Excellent relationship management, industry expertise and the ability to assume the role of business consultant Experience in contract management and driving service improvement initiatives Experience working in a managed services or outsourcing environment.

Excellent communication skills and ability to operate at all levels within the Customers organization, especially with key decision makers Certification in ITIL.

EEO Statement Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies : NCR only accepts resumes from agencies on the NCR preferred supplier list.

Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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